ESTIMAREA NIVELULUI DE SATISFACTIE A CLIENTILOR FIRMEI UNUI SHOWROOM AUTO

Autor/autori: Lorena FLUERAS, Adelina HAN

Rezumat: Lucrarea iti propune aflarea opiniei despre calitatea serviciului relatii cu clientul la un show-room auto. S-a conceput un chestionar de ancheta cu 21 de intrebari, dintre care se vor prezenta doar intrebarile ce vor evidentia strict relatia dintre clienti si consultantii de vanzari ai firmei. Intrebarile au fost centrate pe parerea clientilor despre consultantii de vanzari, despre gradul lor de cunoastere a produselor si serviciilor oferite spre vanzare, despre capacitatea lor de vinde aceste produse si servicii, despre satisfactia fata de intreaga echipa de vanzari. Va fi evidentiat foarte bine faptul ca, respondentii au apreciat, in proportie de peste 60%, ca sunt multumiti de echipa de vanzari, raspunsul lor fiind completat si de motive personale bine intemeiate. De asemenea, acestia au facut si cateva propuneri de imbunatatire in ceea ce priveste comunicarea cu consultantii de vanzari, respectiv a intregii activitati legate de relatia consultantilor cu clientii.

Cuvinte cheie: chestionar de ancheta, clienti, agenti de vanzari, satisfactii.


Abstract: The paper proposes to find out the general opinion about the clients relations service inside an auto showroom. It was created an inquiry questionnaire with 21 questions from which it will be presented only the most relevant question relative to the relation between clients and the company consultants. The questions were centered on the general client opinion of the sales consultants, the knowledge degree relative to the saled products and their capacity to sell those products and services and of course the satisfaction degree towards the entire sales team. It will be underlined the fact that the inquired people appreciated with a proportion of 60% the fact that they are satisfied with the sales team, their response being completed with well-founded personal reasons. Also the inquired people made suggestions in regards to improving the communication with sales consultants and also to the entire relationship between consultants and clients

Keywords: inquiry questionnaire, clients, sales agents, satisfactions

 

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